Shift Manager - Meal Assembly and Portioning

Gate Gourmet
London Heathrow Airport, Middlesex
19 Jun 2017
19 Jul 2017
Contract Type
Full Time

Scope of the role:

  • To manage all activities on the shift and in own department in order to deliver business objectives and targets and to optimise Company resources, within own area of responsibility and in line with department and personal KPIs.
  • To improve performance through continuous improvement of the business and individuals using Company tools, policies, procedures and programmes.
  • To actively look for, put in place innovations and support efficiencies within own department and across the business.
  • To communicate, engage and develop team members to enable them to maximise their contribution to the department’s performance.

Main Duties and Responsibilities:

  • Resolve operational issues in a cost effective, timely and sustainable manner.
  • To establish and meet customer (internal and external) requirements.
  • To gather and analyse performance information, identify issues and solutions and report on progress as required (daily, weekly, monthly)
  • To optimise manpower, product and equipment levels, creating and maintaining the necessary conditions for a productive, efficient and well functioning work environment.
  • Identify and deliver improvements in services, products, systems and people through continuous improvements to maximise the efficiency of the operation.
  • Conduct shift briefings and ETMs with all members of staff, therefore facilitating two way communication and a team spirited approach.
  • Fully manage the shift operation and ensure effective hand over to other shifts and customers.
  • Follow Company procedures and effectively monitor and manage all shift documentation (i.e. CCP’s/Temp checks).
  • To actively performance manage the team and individuals and give constructive feedback and coaching where required.
  • Agree, monitor and maintain SLA’s with key suppliers and internal and external customers
  • Ensure full understanding and follow legislative requirements in line with Food Safety, Health and Safety, Security and Environment controls
  • Assist in the formulation of departmental budget
  • Monitor and control activities against budget, ensure maximum efficiencies are achieved to improve on budgetary targets
  • Justify proposals (via investment applications/business cases) for expenditure to improve operation
  • Actively seek and put forward proposals to improve budgetary targets
  • Manage Material Budget; ensure maximum efficiencies and system tools are used to control/improve Material Handling and budgetary targets.
  • To effectively manage the team by providing clear direction and leadership and setting objectives with measurable KPIs.
  • Continually monitor performance and undertake regular performance reviews
  • Ensure compliance training for the department is up to date
  • Manage poor performers and recognise high achievers
  • Provide development opportunities for high achieving employees
  • Create and implement a people plan, identifying personnel requirements and the training and development required to maximise performance
  • Assess and recruit candidates in line with departmental and organisational requirements
  • Delegate and allocate work and evaluate performance against set objectives/targets
  • Create a harmonious team working environment by promoting teamwork, motivating staff and identify and resolving issues and conflicts
  • Carry out disciplinary, grievance or counselling procedures when necessary
  • Communicate and ensure all team members understanding of operational performance, issues and KPI’s (OPRS / Quality Guarantee / Health and Safety / Food Safety / Materials Management)
  • Hold effective team meetings (ETMs) and discussions. Support the Staff Forum process
  • Exemplify the principles of the Company’s Dignity at Work Policy & Procedure
  • Create opportunities for involving employees in decisions that affect the department
  • Hold regular 1 to 1 performance reviews
  • Provide feedback on work progress, successes and problems (with solutions) to relevant parties
  • Refer to reference guides/articles/procedures/manuals and support departments when making decisions
  • Establish an inter-departmental network and create open communication, best practice and ensure a consistent approach
  • Utilise Gate Gourmet performance analysis tools (e.g. OPRS, SACS, SAP) to continuously set and review targets for daily financial and operational management
  • In conjunction with the management team, assist in creation of strategies and business plans for the short/medium and long term (e.g. forecasts, budgets, continuous improvement plan)
  • Establish goals and priorities for self and team, review progress and ensure deadlines are met
  • Maintain log of personnel hours, holidays and absence
  • Undertake special ad hoc projects as required/necessary.
  • Management of the shift within own department.
  • Recruitment, selection and development up to and including Flow Coordinator level

Skills & Knowledge Summary:

  • Excellent oral and written communication skills
  • Strong inter personal skills
  • Proven people management skills
  • Proven experience at dealing with conflict and issue resolution
  • Self motivated, resilient and flexible
  • Ability to present ideas to higher management and effectively influence
  • Intermediate PC Skills (Word/Email/Excel)


  • Degree Educated

Work Experience

  • 2+ years of front line management experience
  • For non-Service Delivery roles, proven experience of managing within a manufacturing, airline catering or production process
  • For Service Delivery roles, proven experience of managing logistics within a manufacturing or airline catering environment
  • Experience of managing shifts ranging in size between 60-120 staff.
  • Understanding of budgets and KPI’s
  • Understanding of health and safety, food hygiene, security regulations (Dft)
  • Demonstrable experience of managing change projects/delivering cost saving initiatives
  • For Stores roles, experience in Material Handling with short shelf life products, knowledge of Warehouse operating systems and their controls